Senior Customer Support Engineer

Fyxer
London
Workplace: HybridFull timeGBP 65,000 - 75,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Written communication","Customer empathy","Problem-solving","Adaptability","Hands-on execution"]

Own the hardest customer-reported technical tickets end to end—communicating clearly with customers while investigating across services, logs, and data. Dogfood the product and help shape the roadmap. Correctly classify incidents vs user error, spot repeating failure patterns, and write high-quality escalations Engineering can act on immediately. As you reduce repeat escalations, senior agents become more capable through runbooks, saved queries, and upskilling.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Fyxer
Fyxer
2 days ago

Senior Customer Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Own the hardest customer-reported technical tickets end to end—communicating clearly with customers while investigating across services, logs, and data. Dogfood the product and help shape the roadmap. Correctly classify incidents vs user error, spot repeating failure patterns, and write high-quality escalations Engineering can act on immediately. As you reduce repeat escalations, senior agents become more capable through runbooks, saved queries, and upskilling.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Resolve the hardest technical tickets end to end, from first report to confirmed resolution.
  • •Classify bugs/incidents/user errors correctly and declare incidents when appropriate.
  • •Write escalations that Engineering can act on without follow-ups, and shepherd them to completion.
  • •Spot patterns across Linear and the queue, raising trackers to prevent recurring incidents.
  • •Reduce reliance on the role through runbooks, saved queries, Parahelp knowledge, and upskilling senior agents.

Pay and Benefits

Salary: GBP 65,000 - 75,000 annually
Equity and Bonus:Equity
Perks:Gym MembershipHealth InsurancePensionMeal Allowance

Key Requirements

  • •3+ years in a technical support role within a SaaS or cloud-based company.
  • •API fluency: read API references, reason about authentication, and interpret HTTP errors.
  • •Strong SQL skills to analyze unfamiliar schemas and write joins.
  • •Comfortable working with logs to trace requests across services and debug from errors.
  • •Experience with customer support tools such as Zendesk, Intercom, Jira, and Linear, plus strong written communication with unhappy customers.
Experience:3+ yearsSaaSCloudAI
Skills:Written communicationCustomer empathyProblem-solvingAdaptabilityHands-on execution
Tech Stack:SQLAPIAuthenticationLogsCursorLinearZendeskIntercomJiraParahelp

Company Brief

Fyxer
Fyxer builds an AI-powered inbox assistant that organizes email, drafts replies in the user’s tone, captures meeting notes, and automates administrative workflows for client‑facing professionals such as estate agents and consultants.
Industry: AI & Machine Learning
Company Size: Medium (51 to 250 employees)
Revenue: USD 10M to 25M
Growth: Growth Stage Startup
Funding: Series B
Headquarters: London, United Kingdom
Founded: 2014
Glassdoor
Glassdoor: 3.7
WebsiteLinkedInGlassdoor